Microsoft (MB-910): Dynamics 365 Fundamentals (CRM) Sample Questions

Advanced Sample Questions

What is Dynamics 365?

a. An enterprise resource planning (ERP) solution
b. A customer relationship management (CRM) solution
c. A business intelligence (BI) solution
d. A supply chain management (SCM) solution

Answer: b. A customer relationship management (CRM) solution

Explanation: Dynamics 365 is a customer relationship management (CRM) solution that enables businesses to manage their customer interactions and relationships more effectively.

Which of the following is a key feature of Dynamics 365 for Sales?

a. Contact management
b. Inventory management
c. Production scheduling
d. Human resource management

Answer: a. Contact management

Explanation: Dynamics 365 for Sales is a sales force automation solution that provides contact management features to help businesses manage their customer relationships and sales processes.

Which of the following is a key feature of Dynamics 365 for Customer Service?

a. Inventory management
b. Project management
c. Case management
d. Production scheduling

Answer: c. Case management

Explanation: Dynamics 365 for Customer Service is a customer service management solution that provides case management features to help businesses manage customer inquiries, complaints, and support issues.

Which of the following is a key feature of Dynamics 365 for Marketing?

a. Sales force automation
b. Project management
c. Email marketing
d. Production scheduling

Answer: c. Email marketing

Explanation: Dynamics 365 for Marketing is a marketing automation solution that provides email marketing features to help businesses engage with their customers and promote their products and services.

Which of the following is a key feature of Dynamics 365 for Finance and Operations?

a. Sales force automation
b. Human resource management
c. Project management
d. Inventory management

Answer: d. Inventory management

Explanation: Dynamics 365 for Finance and Operations is an enterprise resource planning (ERP) solution that provides inventory management features to help businesses manage their supply chain and manufacturing processes.

Which of the following is a key feature of Dynamics 365 for Field Service?

a. Contact management
b. Inventory management
c. Project management
d. Service scheduling

Answer: d. Service scheduling

Explanation: Dynamics 365 for Field Service is a service management solution that provides service scheduling features to help businesses manage their field service operations and dispatch technicians to customer locations.

Which of the following is a key feature of Dynamics 365 for Project Service Automation?

a. Sales force automation
b. Case management
c. Resource scheduling
d. Human resource management

Answer: c. Resource scheduling

Explanation: Dynamics 365 for Project Service Automation is a project management solution that provides resource scheduling features to help businesses manage their project staffing and resource allocation.

Which of the following is a key benefit of using Dynamics 365 for customer relationship management?

a. Improved operational efficiency
b. Increased production capacity
c. Decreased inventory costs
d. Enhanced product quality

Answer: a. Improved operational efficiency

Explanation: Dynamics 365 for customer relationship management can help businesses improve their operational efficiency by streamlining their customer interactions and automating their sales, marketing, and service processes.

Which of the following is a key benefit of using Dynamics 365 for sales force automation?

a. Improved customer retention
b. Increased brand awareness
c. Lower production costs
d. Enhanced customer loyalty

Answer: a. Improved customer retention

Explanation: Dynamics 365 for sales force automation can help businesses improve their customer retention by providing better customer service, identifying new sales opportunities, and improving the accuracy and completeness of customer data.

Which of the following is a key benefit of using Dynamics 365 for marketing automation?

a. Increased customer satisfaction
b. Reduced marketing costs
c. Improved product quality
d. Higher employee productivity

Answer: b. Reduced marketing costs

Explanation: Dynamics 365 for marketing automation can help businesses reduce their marketing costs by automating their marketing processes, targeting their marketing campaigns more effectively, and measuring the effectiveness of their marketing activities.

Basic Sample Questions

Question 1 – Following are the channels through which customers can submit suggestions, questions, and cases to a company:

By submitting a case in a customer service portal.
By emailing a support mailbox.
By calling a telephone number.

The company has two departments, with each having a defined list of agents. The company then distributes all these submissions to the department concerned. You are required to show the agents how these submissions are stored. Which of the given formats is used for the submissions?

A. Work orders
B. Queues
C. Work items
D. Activities

Correct Answer: B

Explanation: The cases are added to a queue, so we have to select Add to Queue for adding a case to a queue.

Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-create-a-case

Question 2 – Dynamics 365 Customer Service is being used by a company for case management, and it needs to enforce customer ticket creation limits using entitlements. You are required to design the entitlement terms. Which two of the given metrics should you use?

A. Number of hours
B. Hours of service
C. Number of cases
D. Initial response time

Correct Answer: AC

Explanation: When using entitlements, you determine the support term based on the number of hours or cases, and a customer’s support level varies according to the product or service they have purchased.

Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer

Question 3 – A company uses Dynamics 365 Field Service. To ensure that field technicians follow the same steps when servicing customer equipment, maintenance managers want to add a list of questions to work orders. It is your responsibility to explain to the manager which features are available to meet the requirements. Which of the given feature should you use?

A. Connected Field Service
B. Inspections
C. Microsoft Customer Voice
D. Scheduling

Correct Answer: B

Reference: https://docs.microsoft.com/en-us/dynamics365/field-service/inspections

Question 4 – Which two of the given components are included in Dynamics 365 Marketing?

A. Customer Voice survey
B. Customer Service Hub
C. Enterprise Asset Management
D. Event management

Correct Answer: AD

Reference: https://docs.microsoft.com/en-gb/dynamics365/marketing/overview

Question 5 – You use Dynamics 365 Field Service. A technician will visit the customer’s location whenever a customer contacts a call center to request service, so now you receive a service request and create a work order for the technician. You are required to identify what will be the next step in the process. What must you do next?

A. Adjusting inventory values.
B. Scheduling and dispatching the work order.
C. Generating an invoice.
D. Reviewing and closing the work order.

Correct Answer: B

Reference: https://docs.microsoft.com/en-us/dynamics365/field-service/create-work-order

Question 6 – A company has integrated the LinkedIn Campaign Manager with Dynamics 365 Marketing. The company can perform which two actions using out-of-the-box functionality?

A. Generating leads from LinkedIn.
B. Creating email templates for LinkedIn messages.
C. Scheduling and publishing social posts.
D. Creating and publishing events on LinkedIn.

Correct Answer: AC

Reference: https://seelogic.co.uk/technologies/dynamics-365/marketing-on-linkedin-with-dynamics-365-marketing/

Question 7 – A company uses Dynamics 365 Field Service. It is necessary for you to submit a work order from a case, and the field service administrator will schedule the work order. A technician has arrived at the site of the work order and is now ready to begin work on time. Which of the following is the status of the work order?

A. Open In progress
B. Open Unscheduled
C. Traveling
D. Open Scheduled

Correct Answer: A

Reference: https://docs.microsoft.com/en-us/dynamics365/field-service/work-order-status-booking-status

Question 8 – Which three of the given capabilities are included in Dynamics 365 Marketing?

A. Event management
B. Dynamics 365 Connector for LinkedIn
C. Case management
D. Qualify leads
E. Project quote management

Correct Answer: ABD

Reference: https://docs.microsoft.com/en-us/dynamics365/marketing/event-management

https://docs.microsoft.com/en-us/dynamics365/marketing/linkedin-lead-gen-integration

https://docs.microsoft.com/en-us/dynamics365/marketing/lead-lifecycle

Question 9 – A company uses Dynamics 365 Marketing. In order to begin the journey, you must select a type of real-time marketing customer journey. Which two of the given journey types you can use?

A. Event-based
B. Audience-based
C. Scheduled
D. Customer onboarding

Correct Answer: AB

Explanation:

A: By activating a custom event at any stage of the customer journey, you can activate a custom event at any time.

B: Segment-based journey – It is possible to create segment-based journeys using either segments from outbound marketing or segments created in Dynamics 365 Customer Insights, and the audience property allows you to specify which segment will start the journey. Depending on the segment selected, the journey will use audience data.

Reference: https://docs.microsoft.com/en-us/dynamics365/marketing/real-time-marketing-tile-reference

Question 10 – A company that provides air conditioning services uses Dynamics 365 Field Service, which automatically opens a case when a problem is detected with a customer’s system. You are required to recommend a solution for the company. What would you recommend?

A. Field Service Mobile
B. Work orders
C. Connected Field Service
D. Universal Resource Scheduling
E. Case management

Correct Answer: C

Reference: https://docs.microsoft.com/en-us/dynamics365/field-service/connected-field-service

Question 11 – It is important for a customer to be able to access current accounts or leads information in an affordable way. You recommend Microsoft Relationship Sales. Which two of the given products are included in Microsoft Relationship Sales?

A. Dynamics 365 Customer Insights
B. Dynamics 365 Sales Enterprise
C. Dynamics 365 Sales Insights
D. LinkedIn Sales Navigator

Correct Answer: BD

Reference: https://docs.microsoft.com/en-us/learn/modules/value-proposition-mrss/1-intro

Question 12 – You have a large number of field technicians at your company, and you are responsible for ensuring Dynamics 365 Field Service schedules work automatically. What would you implement?

A. Resourcing scheduling optimization
B. Unified routing for table records
C. Scheduling board
D. Universal Resource Scheduling

Correct Answer: A

Reference: https://docs.microsoft.com/en-us/dynamics365/field-service/rso-overview

Question 13 – You are serving as a sales representative for a company. Which of the given Dynamics 365 Sales can you use for managing the sales pipeline?

A. Turning leads into opportunities
B. Tracking the asset history of a customer
C. Resolving an open case of a customer
D. Tracking service level agreements

Correct Answer: A

Reference: https://docs.microsoft.com/en-us/dynamics365/sales-professional/manage-leads-sales-professional

Question 14 – Lead capture can be achieved with which two of the out-of-the-box features provided by Dynamics 365 Sales?

A. emails
B. CSV files
C. Dynamics 365 Commerce
D. Dynamics 365 Customer Insights

Correct Answer: AB

Reference: https://www.dyn365pros.com/2015/11/11/microsoft-dynamics-crm-4-simple-steps-for-importing-leads-and-contacts/

Question 15 – You’re required to recommend a solution for an organization that wants to quote customers based on its parts list. What must you recommend?

A. Dynamics 356 Customer Insights
B. Dynamics 365 Sales
C. Dynamics 365 Marketing
D. Dynamics 365 Human Resources

Correct Answer: B

Reference: https://docs.microsoft.com/en-us/dynamics365/sales-enterprise/create-edit-quote-sales

Question 16 – A company has planned the implementation of Dynamics 365 Sales for managing sales pipelines. Identify whether each statement is true by selecting Yes. Select No if otherwise.

Statement	Yes/No
You can use a business process flow to ensure that all salespersons follow the same stages to qualify leads
You can see leads in your opportunities view even if the leads are not qualified

Correct Answer:

Statement	Yes/No
You can use a business process flow to ensure that all salespersons follow the same stages to qualify leads	Yes
You can see leads in your opportunities view even if the leads are not qualified	No

Reference: https://docs.microsoft.com/en-us/dynamics365/sales-professional/customize-business-process-flows

Question 17 – Match each product to its feature.

Products	Feature	Product
Dynamics 365 Sales	Who knows who
Quotes
Dynamics 365 Sales Insight	Invoicing

Correct Answer:

Products	Feature	Product
Dynamics 365 Sales	Who knows who	Dynamics 365 Sales Insight
Quotes	Dynamics 365 Sales
Dynamics 365 Sales Insight	Invoicing	Dynamics 365 Sales

Reference: https://docs.microsoft.com/en-us/dynamics365/sales-professional/create-invoices

https://docs.microsoft.com/en-us/dynamics365/ai/sales/relationship-analytics#analyze-the-health-and-activity-history-of-a-customer-or-opportunity

Question 18 – Identify whether each statement is true by selecting Yes. Select No if otherwise.

Statements	Yes/No
Once prerequisite segments are set up, a customer journey starts by defining the audience.
The audience in a customer journey can contain contacts and leads.
Using a customer journey, an audience member can receive an email immediately after a form is submitted. The audience member can receive another email one week later without a separate trigger.

Correct Answer:

Statements	Yes/No
Once prerequisite segments are set up, a customer journey starts by defining the audience.	Yes
The audience in a customer journey can contain contacts and leads.	No
Using a customer journey, an audience member can receive an email immediately after a form is submitted. The audience member can receive another email one week later without a separate trigger.	Yes

Reference: https://docs.microsoft.com/en-us/dynamics365/marketing/manage-customer-information

Question 19 – Dynamics 365 Marketing will be synchronized with LinkedIn Campaign Manager so that the company can determine how many people are viewing its LinkedIn advertisements. What will happen during synchronization?

If a sales lead that is synchronized from LinkedIn already exits,
Dynamics 365 Marketing
	Creates a new lead that uses LinkedIn data
	Updates the current lead with the LinkedIn data
	Updates the current contact with the LinkedIn data

Correct Answer:

If a sales lead that is synchronized from LinkedIn already exits,
Dynamics 365 Marketing
	Creates a new lead that uses LinkedIn data
	Updates the current lead with the LinkedIn data
	Updates the current contact with the LinkedIn data

Reference: https://docs.microsoft.com/en-gb/dynamics365/marketing/linkedin-lead-gen-integration

Question 20 – Which features are available in Dynamics 365 Marketing?

Feature	Yes/No
Create graphical email messages
Design dynamic content in email messages
Configure a website for an event

Correct Answer:

Feature	Yes/No
Create graphical email messages	Yes
Design dynamic content in email messages	Yes
Configure a website for an event	Yes

Reference: https://docs.microsoft.com/en-gb/dynamics365/marketing/create-marketing-email

https://docs.microsoft.com/en-gb/dynamics365/marketing/set-up-event-portal

Microsoft (MB-910): Dynamics 365 Fundamentals (CRM) Sample Questions

What is Dynamics 365?

Which of the following is a key feature of Dynamics 365 for Sales?

Which of the following is a key feature of Dynamics 365 for Customer Service?

Which of the following is a key feature of Dynamics 365 for Marketing?

Which of the following is a key feature of Dynamics 365 for Finance and Operations?

Which of the following is a key feature of Dynamics 365 for Field Service?

Which of the following is a key feature of Dynamics 365 for Project Service Automation?

Which of the following is a key benefit of using Dynamics 365 for customer relationship management?

Which of the following is a key benefit of using Dynamics 365 for sales force automation?

Which of the following is a key benefit of using Dynamics 365 for marketing automation?

Question 1 – Following are the channels through which customers can submit suggestions, questions, and cases to a company:

The company has two departments, with each having a defined list of agents. The company then distributes all these submissions to the department concerned. You are required to show the agents how these submissions are stored. Which of the given formats is used for the submissions?

Question 2 – Dynamics 365 Customer Service is being used by a company for case management, and it needs to enforce customer ticket creation limits using entitlements. You are required to design the entitlement terms. Which two of the given metrics should you use?

Question 4 – Which two of the given components are included in Dynamics 365 Marketing?

Question 6 – A company has integrated the LinkedIn Campaign Manager with Dynamics 365 Marketing. The company can perform which two actions using out-of-the-box functionality?

Question 8 – Which three of the given capabilities are included in Dynamics 365 Marketing?

Question 9 – A company uses Dynamics 365 Marketing. In order to begin the journey, you must select a type of real-time marketing customer journey. Which two of the given journey types you can use?

Question 10 – A company that provides air conditioning services uses Dynamics 365 Field Service, which automatically opens a case when a problem is detected with a customer’s system. You are required to recommend a solution for the company. What would you recommend?

Question 11 – It is important for a customer to be able to access current accounts or leads information in an affordable way. You recommend Microsoft Relationship Sales. Which two of the given products are included in Microsoft Relationship Sales?

Question 12 – You have a large number of field technicians at your company, and you are responsible for ensuring Dynamics 365 Field Service schedules work automatically. What would you implement?

Question 13 – You are serving as a sales representative for a company. Which of the given Dynamics 365 Sales can you use for managing the sales pipeline?

Question 14 – Lead capture can be achieved with which two of the out-of-the-box features provided by Dynamics 365 Sales?

Question 15 – You’re required to recommend a solution for an organization that wants to quote customers based on its parts list. What must you recommend?

Question 16 – A company has planned the implementation of Dynamics 365 Sales for managing sales pipelines. Identify whether each statement is true by selecting Yes. Select No if otherwise.

Question 17 – Match each product to its feature.

Question 18 – Identify whether each statement is true by selecting Yes. Select No if otherwise.

Question 19 – Dynamics 365 Marketing will be synchronized with LinkedIn Campaign Manager so that the company can determine how many people are viewing its LinkedIn advertisements. What will happen during synchronization?

Question 20 – Which features are available in Dynamics 365 Marketing?

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